Business ProfileforPaws In Paradise Luxury Resort & Spa

NEVER GO TO Paws in Paradise Luxury Resort & Spa and spread the word! I took my sweet girl to get groomed on Tuesday. They SAID they had to pull mats out of her ears and shave them. The night before I brushed her out and she had no mats in her ears, STRANGE! When I picked her up, she acted like a different dog, hiding under the chair, acting scared, shaking her head CONSTANTLY and would barely let me touch her ears...and they charged me $140!! What did they do to my very social and energetic dog? She had open sores in her ears, bleeding and very red. I took her to the vet the next morning and after $360 she has ear infections in both ears and on 3 medications! Mind you, she has been groomed several times before and NEVER had an ear infection! I've called Paws in Paradise and emailed them the invoice of the vet bill and I haven't heard anything from them! When I called and spoke to the grooming manager again today, they refused to admit they did anything wrong to her and implied it was my fault she had an ear infection! She said I should be thanking her because they uncovered the infection! WHAT?! They refused to pay the vet bill or refund the $140 for her grooming. NEVER AGAIN!! I wish I could leave pictures, words just don't do it justice. IT IS BAD! My dog is still not acting right and its been 4 days! AVOID THIS PLACE IF YOU LOVE YOUR DOGS!!

At Paws in Paradise Luxury Resort & Spa, we always aim to provide the highest quality services and are sorry to hear we did not meet this client's expectations. At the time of [client dog]’s dropoff for the appointment in question on January 24, 2023, the assigned groomer met with the parent, per Paws in Paradise policy to discuss the groom, and showed the client how severely matted [client dog] (labradoodle) was. The groomer explained that [client dog] would need to be shaved all over, including her ears, and showed the parent how a comb was not going to be able to get the matting out. The client indicated to the groomer she brushes [client dog] with her fingers all the time, and the groomer explained that method will not prevent matting from happening. With client agreement, the groomer shaved [client dog], including the outsides of her ears, and everything was pelted, coming off in large sheets instead of small pieces of hair. The groomer also plucked her ears, because they had severely matted hair inside the canal. Upon pickup, the groomer met the client and explained that [client dog] would most likely be shaking her head a lot, because matting that severe can cut off circulation to the ear tips and once the matting is shaved off, the blood comes back and causes the ears to feel funny. The client proceed to complain about the price of the groom, and the groomer explained it was due to the bad condition of [client dog]'s coat and the long amount of time it took to complete the groom. All Paws in Paradise pricing is listed on the company website, as well as on flyers throughout the facility. The following day, January 25, 2023, the client called and complained about [client dog] shaking her head and her "ears bleeding". The grooming manager returned the client’s call and had discussed [client dog]’s ears and how she may have an inner ear infection that was uncovered when the groomer cleared her ear of the matted hair. The client sent the grooming manager photos through email of [client dog]’s ears "bleeding", followed by another telephone conversation during which the grooming manager explained to the client that the photos showed that [client dog]’s ears were not bleeding but showed sores that had been covered under the matted ear hair, most likely due to a preexisting ear infection and her scratching her ears due to discomfort. Paws in Paradise groomers do not use scissors or clippers to remove matted ear canal hair, because the hair just plucks out. The grooming manager also explained how dogs that are severely matted and have to be shaved short all over can sometimes act strangely after they are groomed, because they feel weird after having their hair pulling on their skin due to matting and then suddenly it is all shaved off. The grooming manager also recommended to the client that [client dog] be seen by a vet, because it appeared she may have an ear infection. The client had [client dog] seen by a vet the following day, January 26, 2023, and emailed the grooming manager the vet bill, showing that [client dog] indeed had an ear infection. The grooming manager responded the same day, expressing she was happy [client dog] was getting relief from the ear infection. However, Paws in Paradise would not be paying for the vet bill, because grooming did not cause, but rather uncovered, the developing ear infection, which, in [client dog]'s case, was caused by moisture and bacteria trapped in the matted hair in the ear canal. Indeed, both the ******** ****** *********** (***) and Pets ***** independently confirm on their websites that ear canal infections are not caused by grooming but rather an overgrowth of bacteria or yeast, and breeds with floppy ears or hairy ear canals (cocker spaniels, golden retrievers, poodles/oodles) are more prone to ear infections because the shape, texture, and hair growth of their ears block airflow. On January 27, 2023, the client called Paws in Paradise, accusing the grooming manager of not getting back to her about the vet bill, even though the response was in writing via email. During the conversation, the client first said that the groomer had cut [client dog] and then that she gave her chemical burns. The grooming manager informed the client that the groomers at Paws in Paradise do not use tools to cut inside her ear, only plucking and ear cleaner for dogs. The client admitted that she knew Paws in Paradise did not cause [client dog]’s ear infection because her vet had told her so, but still thought we should pay for the vet bill and refund the groom. The client also threatened that if Paws in Paradise did not pay the vet bill and refund the groom, she would be telling everyone not to use Paws in Paradise, as well as going to the BBB. Based on her extensive experience and integrity as a fourth-generation groomer, the grooming manager again explained that Paws in Paradise will not pay for vet bills that are due to circumstances not caused by our groomers and beyond our control, such as in the case of [client dog]. In addition, we would not refund the groom price because we did not cause [client dog]'s ear infection, and still completed all grooming services as agreed upon by the client. At no point in time did the grooming manager indicate that the client should be thanking Paws in Paradise for uncovering the ear infection. We take the utmost care of each dog at Paws in Paradise, treat them like they are our own pets, and always have their best interests at heart when taking care of them. We respect the client’s decision to no longer use our services in the future, and have made their account inactive in our system so she will no longer receive any further communications from us. At this time, there is nothing further we can do and consider this matter closed, and we wish the client and their dog all the best.